Section 2.docx

# 3 create a hypothesis 354 422 step three is to then

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3. Create a Hypothesis 3:54-4:22 Step three is to then create a hypothesis. With the information gathered in the preceding steps, the next step is to develop several hypotheses that could potentially explain the problem. So, to do this, you may need to do a lot of research. You should check frequently asked questions and knowledge bases that are available on the internet. You should also consult with your peers to try to validate your hypotheses. Using this information, narrow down the results to the one or two most likely causes.

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4. Determine the Appropriate Fix 4:23-4:56 Now, step four is to then determine what the appropriate fix should be. Notice, we haven't actually fixed anything yet, we're still figuring out what the problem is and how we're going to fix it. In this step, we consult with our peers, we review knowledge bases, we use other websites, as well as our own experience to identify the steps that are needed to fix the problem. Now, as you do this, you need to be sure to identify any possible ramifications that might occur when you implement this fix and account for them. Many times, the fix itself may have side effects that are just as bad or worse than the original problem that you're trying to solve. 5. Implement the Fix 4:57-5:36 Now, in step five, we actually implement the fix. Notice that we have gone through many, many stepsbefore we actually tried to fix the problem. So, at this point, we're ready. We have done the research, we've identified the problem, we know what the resolution is, and now we actually implement the fix.Now, notice in this troubleshooting model that we actually did a ton of research before we started step five, where we implement the fix. This is important. Doing so greatly increases the likelihood of successfully troubleshooting the problem. Then, after actually implementing the fix, you need to be sure to verify that the fix actually repaired the problem and that that issue doesn't reappear again. 6. Ensure User Satisfaction 5:37-6:19 Once this is done, we're ready to move on to step six, where we ensure user satisfaction, and this is a key mistake made by many system administrators. I like to teach students the adage that, "If the user ain't happy, you ain't happy." We system administrators are notoriously poor communicators. And if this problem that we have troubleshot affects users, you need to communicate the nature of the problem with those users and make sure that they are aware that the problem has actually been fixed. And, if necessary, you should also educate them as to how to keep the problem from occurring again in the future, especially if the problem was caused by them. You should also communicate with the users' supervisors and ensure that they also know that the problem has been fixed and service has been restored. 7. Document the Solution 6:20-6:49 In step seven, we document the solution to the problem. You need to make sure that you write things down. What happened and how did I fix it? That way, if this problem occurs again in a year or two,you or the other system administrators you work with can quickly identify the problem and already know how to fix it without having to go through the entire troubleshooting process again. Now, if you use this
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• Spring '14
• Electrostatics, power supply, static electricity, Electrostatic discharge

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